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Engineering Software Support Jobs

4 jobs found

Today

Technical Support Specialist

Gast Manufacturing, Inc. Benton Harbor, MI

Benton Harbor, MI

Today

Full time Marketing Application Support Business Systems

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Job Description

In Benton Harbor, MI, this onsite Technical Support Specialist role supports Gast/JUN-AIR customers and channel partners through technical assistance, troubleshooting, and product/application guidance. You will partner with internal teams to resolve inquiries and meet call center and service-level performance targets.

Key Responsibilities

Provide technical assistance and troubleshoot product and application issues with customers and distributors via phone calls, email, and web inquiries.
Handle technical and product-related calls, information requests, cross-over requests, and customer complaints.
Support customers prepared to purchase parts, kits, and accessories; after confirming product selection, enter orders through the ecommerce portal into JDE.
Coordinate with internal departments including sales, customer assistance, shipping, engineering, manufacturing, and quality to address customer inquiries.
Collaborate cross-functionally with other members of the Customer Support team.
Perform additional duties as assigned by the manager.
Conduct troubleshooting and diagnostic evaluations of product and application functions.
Provide product selection recommendations for Gast/JUN-AIR customers and channel partners.
Communicate clearly with customers and channel partners to guide the appropriate resolution strategy.

Required Qualifications

At least one (1) year demonstrated experience in internal/external communications with customers OR at least two (2) years of experience in a manufacturing environment.
Pneumatic systems experience preferred, or repair/service experience preferred with the ability to respond effectively to customers.
Ability to work in a fast-paced environment while maintaining strong customer focus, including under pressure in a team setting.
Ability to read and interpret technical data to support customer inquiries effectively.
Independent thinking, initiative, and the ability to anticipate and prevent problems.
Strong problem-solving skills for complex inquiries, including thinking beyond standard approaches.
Attention to detail, dependability, and consistent follow-through.
Strong analytical and interpersonal skills.
Demonstrated commitment to continuous quality improvement.
Ability to work effectively with electronic tools, including the website, Microsoft tools, email, ERP, CRM, and SolidWorks (as applicable).
Excellent written communication and communication skills overall.
Ability to manage priorities, follow instructions, respond to management direction, and meet deadlines in a rapidly changing environment.
High level of confidence, enthusiasm, and a positive attitude.
Ability to work with internal and external customers to resolve, troubleshoot, and communicate unfavorable answers constructively and professionally.

Tools and Technologies

TetraVX
Emailtgistics (Outlook), Outlook
Ecommerce portal
JDE
Website
Microsoft tools
Email
ERP, CRM
SolidWorks

Performance Measures

TetraVX Call Center Metrics
Average on-hold time of < 5 minutes
Emailtgistics (Outlook) Metrics
Maintain customer service level agreement (SLA) > 94%
Customer satisfaction levels through surveys

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6d ago

Tier 1 Help Desk

Accenture Federal Services Colorado Springs, CO

Colorado Springs, CO

6d ago

$89k - $170k/yr Full time Active Directory Application Security Argocd

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Job Description

Support the first line of technical assistance for employees and customers in an Agile IT environment.

Responsibilities

Respond to incoming help desk requests via phone, email, chat, or the ticketing system
Perform Tier 1 troubleshooting for hardware, software, network, and account related issues
Document each interaction, including steps taken and resolution details, directly in the ticketing system
Resolve issues when possible; for unresolved or complex problems, escalate to Tier Two or specialized support teams
Assist with password resets, account unlocks, and basic user administration tasks
Walk users through step-by-step solutions in a clear and patient manner
Follow established procedures, SLAs, and escalation paths
Monitor system alerts and report potential issues to senior staff
Participate in Agile ceremonies as required, including standstands, retros, and sprint planning

Requirements

1+ year experience supporting a technical Help Desk, including work with Active Directory and User Permissions, software patch management, computer hardware, operating systems, and/or common business applications
Demonstrated ability to troubleshoot basic technical issues using documented procedures
Ability to meet DoD 8570 IAT II requirements by obtaining Security+ or higher within 90 days of hire
Active TS/SCI clearance or higher required

Technologies

Active Directory
Security+
Linux scripting
GitLab
Jira
Confluence
ArgoCD
AWS
Terraform
Kubernetes

Bonus Points

Experience with Linux scripting, GitLab, Jira & Confluence, ArgoCD, AWS, Terraform, Kubernetes, and/or Agile practices
CompTIA A+ or Network+ (or similar certifications)
Strong communication skills and a customer first mindset

Location & Salary

Location: Colorado Springs, CO (onsite)
Salary: USD 89,000 - 170,200 per year

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9d ago

Database Technical Support Engineer/DBA

VeloDB INC Sunnyvale, CA

Sunnyvale, CA

9d ago

$96k - $144k/yr Full time Analytics Apache Doris Application Support

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Job Description

VeloDB INC is hiring an experienced Database Technical Support Engineer/DBA to support enterprise customers running mission-critical VeloDB / Apache Doris deployments in production.

Responsibilities

Provide technical support to enterprise customers using VeloDB / Apache Doris in production environments
Diagnose and resolve issues across deployment, configuration, operation, performance, and availability
Troubleshoot distributed database clusters, including:
- SQL execution
- Data ingestion
- Storage and networking problems
- System resource issues
Lead root cause analysis (RCA) for complex production incidents and deliver clear technical recommendations
Support installation, upgrades, migrations, backup & recovery, and high availability configurations
Analyze and optimize SQL queries, schemas, partitions, indexes, and system configurations to improve performance
Work directly with customers to understand technical issues, manage support cases, and drive them to resolution
Collaborate with VeloDB engineering and R&D teams to reproduce issues, identify bugs, and improve product reliability
Create technical documentation, troubleshooting guides, and internal knowledge-base articles
Participate in escalation and on-call support when needed

Requirements

5+ years of experience in database administration, database engineering, production engineering, or technical support
Hands-on experience with distributed or analytical databases
Strong knowledge of SQL and Linux
Experience managing and troubleshooting production database clusters
Strong understanding of distributed systems, high availability, fault tolerance, backup & recovery, and database performance optimization
Strong troubleshooting and root-cause analysis skills
Ability to communicate effectively with customers and engineering teams
Comfortable working independently in a remote environment

Technologies

VeloDB, Apache Doris, SQL, Linux
ClickHouse, StarRocks, Teradata, Greenplum, Vertica
AWS, GCP, Azure
Kubernetes, Kafka, Flink, Spark
Prometheus, Grafana

Benefits

401(k)
Flexible schedule
Paid time off

Location: Sunnyvale, CA (hybrid)

Salary: USD 96,000 - 144,000 per year

Preferred Qualifications

Experience with Apache Doris / VeloDB or analytical platforms such as ClickHouse, StarRocks, Teradata, Greenplum, Vertica, or similar
Experience with AWS, GCP, or Azure
Familiarity with Kubernetes and containerized database deployments
Experience with data ecosystem technologies such as Kafka, Flink, or Spark
Familiarity with monitoring tools such as Prometheus and Grafana

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12d ago

Head of Technical Support

ResolveAI San Francisco, CA

San Francisco, CA

12d ago

Full time Manager Ai Customer Support Application Security

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Job Description

ResolveAI is seeking a hands-on technical support leader to build a first-of-its-kind AI-first, 24x7 global support function.

Responsibilities

Design and launch the support operating model, including:
- 24x7 global coverage approach
- Severity levels
- Response and resolution targets
- Escalation paths
- On-call rotations
- Follow-the-sun handoffs
Translate the operating model into service commitments for customer contracts.
Build an AI-first support experience using Resolve and AI agents to:
- Triage, diagnose, and resolve cases
- Deflect common issues via self-service and documentation
- Design agent-to-human handoff that preserves customer context
- Increase the share of cases resolved without human intervention
Work the queue early on and own cases end-to-end:
- Triage and gather diagnostics
- Troubleshoot across integrations, cloud environments, and Kubernetes
- Keep the case record accurate
- Communicate clearly with customers through resolution
Ensure every case has a clear owner with documented impact, investigation, and resolution, including during high-severity incidents affecting customer production.
Run a tight loop with Engineering:
- Separate configuration and usage issues from true product defects
- Raise well-evidenced Linear tickets with clear customer impact
- Provide evidence so the assigned Deployment Engineer can oversee the fix and verify it in the customer workflow
Partner with the account team by:
- Engaging the technical account team when implementation context is needed
- Sharing case trends and customer-impact context
- Flagging accounts where support patterns indicate adoption or renewal risk
Define and report on key support metrics, including:
- Response and resolution times
- SLA attainment
- AI resolution rate
- Backlog health
- CSAT
- Case drivers
- Convert recurring themes into product, documentation, and onboarding improvements
Build the team:
- Develop staffing and coverage model
- Determine where humans add the most value
- Hire, onboard, and lead support engineers across regions as volume and global footprint grow

Requirements

8+ years in technical support, support engineering, or SRE/production engineering roles
3+ years leading a support function or team for a developer, infrastructure, observability, or B2B SaaS product
Experience building a support function from early stage, including:
- Defining SLAs and severity models
- Standing up tooling
- Designing 24x7 or follow-the-sun coverage for enterprise customers
Strong hands-on technical depth in production infrastructure:
- AWS (especially)
- Kubernetes
- Networking and authentication (SSO/SAML)
- Observability tools such as Datadog, Grafana, Prometheus, Splunk, and OpenTelemetry
Ability to dig into logs and reproduce a customer’s problem
Active power user of AI agents and coding tools (e.g., Claude Code, Codex, Cursor), including experience with prompting, context engineering, and critical evaluation of LLM output
Proven experience handling high-severity customer incidents calmly, with clear communication to engineers and executives and ongoing customer updates when the answer is not yet known
Experience collaborating with Engineering on defect triage and escalation, and with Sales and post-sales teams on account health
Data-driven approach: define support metrics, build reporting, and use data to guide staffing, product, and process decisions
Strong ownership mindset for early-stage ambiguity and playbook-building

Technologies

AWS
Kubernetes
SSO
SAML
Datadog
Grafana
Prometheus
Splunk
OpenTelemetry
Resolve
Claude Code
Codex
Cursor
Linear

Nice to Have

Experience supporting AI/ML or LLM-based products
Experience supporting global enterprise customers, including contractual support terms and compliance requirements (e.g., SOC 2)
Scripting experience in Python, TypeScript, or Go for support automation and tooling
Experience building self-service knowledge bases or developer documentation

Location: San Francisco, CA (onsite)

Minimum experience: 8 years

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Engineering Software Support Jobs

Technical Support Specialist

Tier 1 Help Desk

Database Technical Support Engineer/DBA

Head of Technical Support

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